Speed Dropped - used to be stable

[Chaosuk]

Hi guys, my connection has always been rock solid 7+ years now until the last week or so. Testing is always done via my PC with ethernet connection to the router.

I've checked the cable connections are tight and rebooted the Hub 3 but it doesnt improve.

Can someone check my router stats please and advise any issues spotted?

The network log shows lots of Lots of MDD Timeout and also RCS Partial Service 

Refresh data

Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1	234750000	-3.5	38	256 qam	13
2	138750000	-3.2	38	256 qam	1
3	146750000	-3	38	256 qam	2
4	154750000	-3	38	256 qam	3
5	162750000	-3	38	256 qam	4
6	170750000	-3	38	256 qam	5
7	178750000	-3.2	38	256 qam	6
8	186750000	-3	38	256 qam	7
9	194750000	-2.5	38	256 qam	8
10	202750000	-3	38	256 qam	9
11	210750000	-3.5	38	256 qam	10
12	218750000	-3.7	38	256 qam	11
13	226750000	-3.4	38	256 qam	12
14	242750000	-4.2	38	256 qam	14
15	250750000	-4	38	256 qam	15
16	258750000	-4.2	38	256 qam	16
17	266750000	-4.7	38	256 qam	17
18	274750000	-4.5	38	256 qam	18
19	282750000	-4.4	38	256 qam	19
20	290750000	-4.2	38	256 qam	20
21	298750000	-4.5	38	256 qam	21
22	306750000	-4.7	38	256 qam	22
23	314750000	-4.2	38	256 qam	23
24	322750000	-4.7	38	256 qam	24

Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1	Locked	38.9	14189	0
2	Locked	38.9	7462460	13896898
3	Locked	38.9	2160762	6288459
4	Locked	38.9	7821097	6634005
5	Locked	38.9	10688635	10366421
6	Locked	38.9	376943	3970533
7	Locked	38.9	9309624	9974799
8	Locked	38.6	11822326	13310
9	Locked	38.6	27269	6
10	Locked	38.9	23267	5
11	Locked	38.9	19196	3
12	Locked	38.9	16608	13
13	Locked	38.9	14327	1
14	Locked	38.6	17097	0
15	Locked	38.6	13689	0
16	Locked	38.6	10240	0
17	Locked	38.9	7507	0
18	Locked	38.9	5471	0
19	Locked	38.9	4265	0
20	Locked	38.9	3398	0
21	Locked	38.9	2959	0
22	Locked	38.9	2283	0
23	Locked	38.9	1838	0
24	Locked	38.6	1433	0

Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

1	60300000	51	5120	64 qam	1
2	39400000	51	5120	64 qam	4
3	53699899	51	5120	64 qam	2
4	46199975	51	5120	64 qam	3

Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	1	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0

[Andrew-G · Accepted solution]

Far too many uncorrected (post-RS) errors on lower frequency downstream channels, which would explain the poor speeds.  Given the clustering around 130-180 MHz that's probably noise ingress on a faulty connector, cable, or could be a VM plant fault that's creating noise.  It's unlikely to be a faulty hub.   Low error counts on higher channels indicate the hub's recently been rebooted, so other than checking the coaxial cable connections to make sure they're properly made and securing nuts are finger tight there's nothing you can do.  I'll flag this for the staff to advise.

[Chaosuk]

Thanks Andrew. I used the automated test tool via myVM and it said and engineer visit is required.

Hopefully they will find the problem.

[Kath_F]

Hi Chaosuk, 

Thanks for your post and apologies to see you are having some issues with your broadband services. 

Looking at your account I can see that since posting you have already booked an engineer visit. To view this please sign in to My Virgin Media here: My VM

Please do pop back here to let us know how the visit goes and if things are resolved 🙂

Thanks,

[Chaosuk]

Sorted! The engineer came and performed a factory reset on the Hub 3 and it cleared all the errors and speed is back to normal.

I rebooted the hub a few times but never thought to factory reset it. 

We had quite a few intermittent power problems in our area just prior to my speed issues so maybe that had an impact.

[Ayisha_B]

Hi @Chaosuk,

Thanks for popping back with an update. Glad to hear the engineer was able to resolve things for you. 

Don't hesitate to give us a shout should you have any further issues. 

[lotharmat]

Keep your eye on your hub stats - if the postRS errors start to climb again - pop back on here - that is a sign that something is still wrong!